Director, Customer Engineering Engineering

Responsibilities

• Build, develop, and scale a multi-team Customer Engineering organization across levels and geographies.
• Hire and develop frontline managers, create succession plans, and maintain high standards for technical and commercial talent.
• Own the Customer Engineering revenue number for a region, segment, or product domain.
• Lead forecasting, pipeline reviews, win/loss analysis, and strategic account planning.
• Drive new business acquisition, retention, expansion, and platform consumption targets.
• Shape collaboration between Customer Engineering, Sales, Customer Experience, Professional Services, and Product.
• Define territory and account strategies, allocate coverage models, and drive platform-led selling.
• Coach managers on deal strategy, people development, technical architecture review, and executive communication.
• Build dashboards, automation, tooling, repeatable plays, and AI-augmented workflows for operational scale.
• Represent Customer Engineering in executive forums, product roadmap discussions, and enablement planning.
• Translate field feedback into actionable input for Product, Engineering, Support, and Marketing.
• Serve as an executive technical sponsor for strategic customers and prospects.
• Lead industry events, executive business reviews, organizational transformation, and operating-model evolution.

Requirements

• 10+ years of experience in technical go-to-market roles, with a track record of building and managing high-performing teams in SaaS, cloud, or infrastructure companies.
• Experience managing managers and owning revenue targets at scale.
• Experience owning and forecasting a large Customer Engineering or Solutions Engineering revenue number in an enterprise B2B or infrastructure environment.
• Deep understanding of ACV, renewals, expansion, consumption, and platform economics.
• Exceptional leadership, coaching, executive presence, strategic thinking, and written and verbal communication skills.
• Ability to influence C-level executives and represent the organization in executive reviews, board-level discussions, and large internal forums.
• Technical fluency in at least two or three of the following areas: DNS, HTTP(S), TCP/IP, BGP, SSL/TLS, network architecture, WAF, Bot Management, Zero Trust, SASE, DDoS mitigation, caching, latency, content delivery, traffic steering, global network architecture, AI-augmented workflows, LLMs, automation, cloud platforms, edge services, and developer tooling.
• Undergraduate or graduate degree in Computer Science, Engineering, Business, or a related field.

Nice-to-haves

• Experience with Cloudflare products, including Application Security, CDN, Zero Trust/SASE, Network Services, or AI/Workers.
• Experience leading distributed teams across multiple regions and time zones.
• Track record of leading organizational change, role redefinition, and operating-model evolution.
• Experience serving as an executive sponsor for Fortune 500 or strategic accounts.
• Experience building dashboards, playbooks, and scalable processes for technical field organizations.

Compensation and Benefits

• Competitive base salary and variable compensation tied to the Customer Engineering organization’s performance against new business acquisition, expansion, adoption, and retention targets.
• Travel may be required up to 25–50%.